AdRoll Marketing & Advertising

Hi there, I am Rohini from AdRoll's Customer Support Team. Firstly, thank you so much for taking the time to share your feedback. I truly appreciate it, and I’m really sorry to hear that your recent experience didn’t meet expectations. We greatly value your input and are genuinely sorry to hear about your dissatisfaction. After reviewing your profile, I noticed the email notifications was about failed transactions, and I can see you’ve already uninstalled the AdRoll app but still received charges. We understand how concerning that is. Also, our team member is in touch with our engineering team regarding this. I’d like to personally follow up on your case and ensure we get this sorted for you as soon as possible. We understand how important it is to have a seamless and positive experience with our services, and we deeply regret any inconvenience you may have encountered. I’ve sent you an email please take a look when you have a moment. I look forward to helping resolve this and restoring your confidence in us. I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for. Thanks, Rohini

Hi there, thank you for your feedback. I’m Tatiana from the AdRoll Customer Support team. First, I would like to thank you for your honest feedback regarding our platform's UI. AdRoll values transparency and appreciates your input. I’m truly sorry to hear about your disappointing experience. We aim to make our interface user-friendly, and I apologize if it felt confusing. Our platform might initially seem complex due to the wide spectrum of services we offer. However, we’re always here to provide step-by-step guidance through screenshots or personalized video recordings to help you navigate the setup process smoothly. Regarding your campaigns, I understand your frustration with the ROI and billing. Our Brand Awareness campaigns are designed to attract new visitors, but for better sales results, we recommend Retargeting campaigns. I’d love to assist you in optimizing your campaigns to improve performance and meet your expectations. Once again, we value your input and are committed to improving our services. Please let us know how we can turn your experience around. Feel free to reply to the email I've sent to you with any questions. Thank you, and I hope to hear from you soon. Warmest regards, Tatiana

Hi Celeste, thank you for sharing your feedback with us. I am sorry to know our support did not meet your expectations. We've thoroughly reviewed every concern and every chat conversation with you. Here are our findings: Regarding Dynamic Creatives: As the name suggests, Dynamic Banners showcase products from your website dynamically based on the customer's activity (Retargeting campaign) or the most popular products in the Brand Awareness campaign when the user has never visited your site before. The products shown in the Dashboard are just templates, and we also provide Demo Links to demonstrate how they may look in a live environment. Logo Color: Please know that there has been no issue with the color of your logo. While we acknowledge your feedback about discrepancies in color between the Dashboard and the live environment, the logo was being displayed accurately in live banners. However, we have taken this feedback seriously and shared it with the Product Team to improve our services and ensure clarity for all our clients. Thank you for bringing this to our attention; your insights are invaluable to us. Verifying Campaigns live in action: Our team has provided detailed instructions on how to view the banners live by retargeting yourself with your own banners. While it's a hassle-free process, it may require time to be captured with cookies and post retargeted. GDPR banner (Customized Cookie Banner): We want to clarify that the customized cookie banner embedded in your website's source code cannot be removed by anyone without access to your website. Once you've accepted or rejected the Cookie Banner, it won't be displayed again unless cache and cookies are cleared. To verify this, kindly use Incognito mode (or clear cache and cookies) and revisit your website; you should see your cookie banner without any issues. We hope this clarifies the situation you've been experiencing. Please know that we're fully committed to assisting you further and ensuring your experience with us is as smooth and positive as possible. If there's anything else we can do to help, please don't hesitate to reach out. Additionally, I've sent the email to you to ensure our communication remains seamless. Feel free to respond to it, and I'll gladly address any additional concerns you may have. Warmest regards, Tatiana

Hi there, I am Rohini from the AdRoll Customer Support team. Thank you for bringing your concerns to our attention. I'm genuinely sorry to learn that your experience was not as expected, and I apologize for any trouble it has caused. Please be assured that I am here to make it out for you. To assist you further, I have reviewed the account and can confirm that there are no active plans at the moment. I want to assure you that we do not charge once the plan is canceled or the account is closed. It seems there was a bit of misperception because it looks like the account was removed on Shopify, but was not closed from the AdRoll directly. Please know if the AdRoll +Shopify integration is removed, there will be an email sent from our end informing the active campaigns/plans will be paused/canceled within 24 hours as shown here: https://app.screencast.com/3LMKgdFDHZhDZ. And, our system will automatically downgrade the plan. However, it looks like the invoice was generated while the integration removal status was not reflected as it would take a maximum of 24 hours to reflect the same on the AdRoll dashboard. Thus, an invoice was generated. Nevertheless, I want to assure you that there will be no charges from our end, and I will personally contact our Finance team to make sure everything is resolved. I’d also like to follow up with you personally to address any concerns you might have. I want to make this right for you. I have sent you an email, so please reply at your convenience, and I will be happy to assist you further. I am eager to regain your trust and showcase the excellence of our service. Your satisfaction is our top concern, and we are committed to addressing any issues. Thanks, Rohini

Hi Ryan, thank you for bringing your concerns to our attention; it means a lot that you're keeping us informed. I'm genuinely sorry to hear that we didn't quite meet your expectations, but I'm here to make things right for you. We recommend checking the spam or junk folder for the reset emails. Should you encounter any difficulties, we are prepared to assist you with additional troubleshooting steps. Just let us know. Your dedication to launching the campaign is genuinely appreciated, especially considering the significant effort you've invested in creating a new profile from scratch. It is important to note that the Pixel may require a brief disconnection from the old profile and subsequent reconnection to the new one. This may explain the "Pixel Connection Lost" notification you observed, and ideally, a swift disconnection from the old profile should facilitate a seamless reconnection. Additionally, the temporary suspension of ads was a result of adult content on your website. Once this matter was addressed, our Policy team approved the campaign. Please understand that we must adhere to the policies set by our partnered ad networks, these are crucial steps we have to follow. Rest assured, I am at your disposal to address any further issues or concerns you may have. I have sent an email and await your response. Rest assured, we can collaboratively work towards a resolution that satisfies both parties. Once again, I appreciate your efforts and understating; our sincere apologies for any inconvenience these issues may have caused. Looking forward to hearing from you. Warmest regards, Tatiana

Hello there, Thank you for taking the time to share your experience with AdRoll. I truly empathize with the frustration and disappointment you must be feeling. I sincerely apologize for any confusion and inconvenience caused. I definitely understand that knowing unexpected charges can be unsettling, and I'm here to clarify the situation. Please know that the 'Marketing & Ads Plus' Free Trial has key benefits such as sending unlimited emails, connecting social ad accounts & managing them, and providing ad credits as well which can be applied to the web ad campaign spend. However, it doesn't cover the ad campaign spend and this information has been displayed on our pricing page here: https://www.adroll.com/pricing-build. Here's the screenshot: https://www.screencast.com/t/wvBMAoif We charge for the campaign spend based on the assigned budget from your end while launching a campaign. I also want to assure you that our intention is not to mislead or engage in any deceptive practices. I genuinely regret that you felt this way, but we always strive our best to enhance our customer service experience. With that said, I have sent an email regarding the charges to follow up in detail, please take a moment to check your inbox whenever you have time. I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for. Thank you, Rohini

Update: 02.11.2023 Hi there! Thanks for getting back to me. I totally understand your situation, and I'm ready to help you out with all the details. I can provide screenshots and video recordings to make everything crystal clear for you. Just to clarify, I'm eligible to share the necessary information (your private details from your profile), but I kindly ask that you respond to my email for a smoother conversation. For now, let's talk about that £14 you mentioned. It's important to note that it wasn't a charge but actually an authorization. The authorization was triggered when you launched a campaign on 10/17/2023. You're on an automated post-paid billing plan, which means you'll be charged weekly for the impressions served by the campaign for the previous week. To ensure that your payment method can cover the weekly campaign budget and minimize any risk of issues, we run these authorizations. The funds are voided by AdRoll immediately, but your bank might hold them briefly if they suspect any unauthorized activity. You might want to check with your bank about this authorization that could still be pending. Payment Method Authorization https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization-#:~:text=The%20authorization%20amount%20equals%20the,within%20the%20last%2090%20days. The screenshot from the help center article: https://app.screencast.com/rJ70eKnYpk3RD So, my suggestion is to get in touch with your bank and clear this up. It'll help resolve the situation faster. Again, I kindly ask that you respond to my email titled "Shopify Review: Addressing Concerns," which I sent as Tatiana. Together, we can work on finding a solution that works for both parties. Collaboration is the key here, and I appreciate your cooperation. Looking forward to your email response. Warm regards, Tatiana _____ Hello there! Thank you for sharing such detailed feedback. I've taken a good look at your situation and I'm all set to provide insights on the concerns. It seems like some of requests could have gone smoother. But please understand that not all requests can be handled by our Customer Support team alone. We're here to give you a hand and guide you through the necessary steps. However, there are certain procedures that our team can't handle and needs your cooperation. Also, I've noticed that there haven't been any recent invoices paid, and the only one currently past due has led to the suspension of your profile due to non-payment. So, just to be clear, you haven't spent any money with us yet. I want you to know that I'm here to guide you through all the steps to ensure your experience with us is top-notch, that's why I've reached out via email. Wishing you a fantastic rest of the day, and I'm eagerly awaiting your response. Best regards, Tatiana

Hello, Thank you for sharing your experience with AdRoll. I'm sorry to hear that it hasn't met your expectations, and I want to assure you that I'm here to assist you in resolving any concerns you have. Upon reviewing your account, I noticed that no campaigns were created, and there were no social channels connected. Additionally, I could see that the charges were indeed related to your active subscription, which was promptly canceled on the same day you requested it. I've also sent you an email with all the details regarding the charges and concerns you have raised, as we take them seriously. I'm eagerly awaiting your response and am more than happy to address any questions you may have about what you believe could be unclear or hidden. Looking forward to hearing from you. Warm regards, Tatiana

Hi there, This is Rohini from AdRoll's Customer Support Team. I sincerely apologize that the results of your campaign did not align with your expectations. Additionally, I understand that there are concerns about the associated charges. I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. I want to assure you that we do not impose charges if a campaign or plan has been ended/canceled. Please know that the amount we collected was a part of the ad campaign spend which is not included in the monthly subscription plans. Our pricing model for the display ad campaign is based on dynamic CPM where we charge you only for the impressions served. The subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN. That being said, I see that the plan was canceled before renewal and as a result, we didn't charge for it as it was in the free trial. If you have time, I’d love to follow up with you to understand your goals and offer my help, hence, I will write a detailed email. I hope that helps. Regards, Rohini

Hi George! This is Rohini from AdRoll's Customer Support Team. Firstly, I'd thank you for taking the time to share your feedback regarding your recent experience with us. We greatly value your input and are genuinely sorry to hear about your dissatisfaction. We understand how important it is to have a seamless and positive experience with our services, and we deeply regret any inconvenience you may have encountered. Regarding the perceived charge, I'd want to clarify that no amount was collected from your account. The amount of $70 was for the authorization (not an actual charge) which happens when a campaign is launched or the budget is updated for an existing campaign. Trust me, these are just for the validation process and we void the authorization amount immediately from our end. You may refer to this help article to know about authorizations - https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization- Coming to the ads that are not running, kindly know that we have a few restrictions and you could find our policies overview here: https://help.adroll.com/hc/en-us/articles/360030884472-Advertising-Policies-Overview Once again, I sincerely apologize for any frustration or inconvenience you've experienced. Also, I'd love to follow up with you personally and address all your concerns that can help understand our platform, hence, I will write a detailed email. I hope that helps. Regards, Rohini

Hello, Tatiana here from the AdRoll Customer Support Team. I wanted to express my gratitude for sharing your feedback with us. I'm truly sorry to hear that the results of your campaigns did not meet your expectations, and that you experienced some issues with the Free Ads Request. Please know that we take your concerns seriously and are committed to addressing them promptly. Our goal is to ensure your satisfaction throughout the entire process. I have already contacted you via email, and I kindly request that you take a moment to check your inbox. I genuinely hope to have the opportunity to rebuild your trust and showcase the exceptional quality of service we are renowned for. Warmest regards, Tatiana

Hi there, Tatiana from AdRoll's Customer Support team here. I apologize for the way you're feeling about this. However, I completely understand how frustrating it can be to receive unexpected charges. Please rest assured that we have reviewed your account and identified that the charge occurred due to an auto-renewal of the paid subscription. As you are not using our services, promptly contacted us and have already canceled the subscription, we have requested our Finance team to process the refund for you. Once the refund is completed, they will remove the payment method associated with your profile and close it entirely. To keep you informed throughout the process, please stay in touch with us via email. We'll provide regular updates and ensure a smooth resolution. Thank you for your understanding, and we appreciate your patience. Cheers!

Hi there, Tatiana from AdRoll's Customer Support team here. Thank you for sharing your feedback with us. I truly appreciate your constructive input as it helps us identify areas where we can enhance our services and ensure that our valued customers feel confident and well taken care of. I understand that you may be experiencing frustration due to several concerns, and I would be happy to address them individually below. We do offer a Free plan called "Ads Only" with no platform charges. It allows you to run Web Display ads using our Dynamic CPM pricing model. The plan you were charged for is our paid Marketing and Ads Plus package, which includes additional features like importing social channels, unlimited emails, marketing recipes, and Ad Credits for web campaigns. Deleting the AdRoll app from your Shopify store doesn't automatically cancel the paid package as this is a different platform. You need to cancel the plan from your dashboard settings if you no longer wish to use it. By doing so, you can avoid further charges. By default, invoices are sent to your mailbox. However, if you manually opted out of receiving them, you may not receive invoices via email. Regarding refunds, customers are responsible for purchasing or canceling our paid subscription plans. If technical issues prevented you from utilizing the plan or canceling it, we can investigate and consider a complete refund. However, as a courtesy, our Finance team can refund up to one month's package amount. We understand that you have raised concerns, and I want to assure you that our manager is actively addressing them. Your feedback is highly valuable to us, and we take it seriously. We are committed to making improvements based on your input to enhance your experience with our services. Please let us know if there's anything else we may assist you with, we are always there for you.

Hi there, Tatiana from AdRoll's Customer Support team here. I'm sorry to hear that you're experiencing a drop in sales and suspect it may be related to our platform. I understand how concerning this can be, and I'm here to assist you in investigating and resolving the issue. I see our Supervisor is already in contact with you about your concerns. We have started investigating this to know what exactly the issue is as this seems to be pretty unusual. Please note, we take these matters seriously and want to ensure we understand the issue fully. You may be required to provide us with more details and answer a few questions so we can check it thoroughly and share the right solution. Please stay in touch with us and provide requested details. This will enable us to work towards resolving it and improving your overall experience with us. Thank you for your cooperation, and we appreciate your patience as we work towards a solution. Cheers!

Hi there, This is Rohini from AdRoll's Customer Support Team. Firstly, I'd thank you for taking the time to share your feedback regarding your recent experience with us. We value your input and are genuinely sorry to hear about your dissatisfaction. We strive to provide exceptional service and regret that we fell short of your expectations. I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. Trust me, we do not charge if the plans/campaigns ended. Also, I trust your words and I'd love to follow up with you personally to investigate in this regard and do my best to resolve it. I have emailed you, could you please check your inbox, whenever you have a minute? I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for. Thank you! Rohini

Hi there, Tatiana is here from AdRoll's Customer Support team. I am sorry to read that you are not happy with the way our campaign performance reporting is currently happening. But we do have an explanation for it as how we report your campaign metrics may differ from other platforms that you may be using. Kindly allow me a chance to turn your experience around as the customer satisfaction is always a number one priority for us. We do not charge you based on the number of clicks. Our Pricing is solely based on the Dynamic CPM model where we charge you only for the number of impressions served by the campaign irrespective of the number of Clicks and Conversions. Our dashboard doesn't report live metrics as the bidding happens within milliseconds. Sometimes it is possible that some metrics may update faster than the others. So, we suggest allowing up to 48 hours and check the dashboard for accurate KPI reporting. Having said this, I will write a detailed email regarding all your concerns that can help understand our reporting data as well as optimization tips to improve the performance so that the campaign meets your goals. I hope that helps. Sincerely, Tatiana

Hi there, This is Rohini from AdRoll's Customer Support Team. We are disheartened to hear that you have had such a poor experience with us. We always strive incredibly hard here to make every customer experience the best. However, I understand we’ve not been able to meet your expectations this time, and I am sorry about it. Currently, our supervisors are looking deeper into your request regarding getting in touch via phone call. Coming to the charges, kindly note, it was collected as a part of the 'Marketing & Ads Plus' subscription plan. Be assured, I am checking with our Finance team regarding the refund as well. I'll make sure you'll get an update as soon as possible and get it sorted. Thank you!

Hi there, This is Rohini from AdRoll's Customer Support Team. I am sorry to hear you had a negative experience with us. We want every customer’s experience to be the best possible, and we work hard to make sure that happens. I reviewed the conversations that you had with our support team about canceling the subscription plan and charges. Please know that the amount we collected was a part of the display ad campaign spend which do not include in the monthly subscription plans. Our pricing model for the display ad campaign is based on dynamic CPM where we charge you only for the impressions served. The subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN. Also, I see you are in touch with my colleagues and they provided details about the charges and deactivated the account as per your request. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. Please revert to us on the same email if you have any queries, and I will personally assist you further. Have a wonderful day! Thank you!

Hi there, This is Rohini from AdRoll's Customer Support Team. We're sorry to hear you had an unpleasant experience. Our goal is the total satisfaction of our customers, and to provide a positive experience. I understand that you have opted in for the 'Marketing & Ads Plus' subscription plan which gives a 30-day free trial and are discontented about the weekly charges. I reviewed the charges that you are referring to and found that they are related to a display ad campaign where the billing happens for the number of impressions served on a weekly basis based on the assigned daily budget. Kindly know that the subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN Furthermore, there is a Lookalike campaign that has been launched through which we could find new users to the website only. However, I see our supervisors are looking deeper into your concern, I'll make sure you'll get an update as soon as possible. I hope this helps. Have a wonderful day! Cheers,